Amelia Kavaliku

2018 - Current

Customer Value Team

• Ensure responsibility and team management when the Team Lead is absent.
• Provide support for the agents.
• Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
• Create, update, analyse data and reports and provide insights to Team Leads and the Manager.
• Serve as the backup for the Care Analyst.

2010 - 2018

Customer Value Team

• Mentored junior team members, contributing to their development and overall team success.
• Analysed customer disconnection requests to identify opportunities for improvement, providing excellent support and tailored recommendations to meet customers' needs and encourage retention.
• Investigated and resolved customer inquiries and complaints promptly.
• Addressed customer inquiries and suggestions courteously and professionally.

2010

Promo Team

• Handled existing customers' online requests efficiently, ensuring timely additions and removals of services.
• Proactively organised new customers' requests for Sky installations.

2004 - 2010

General - Customer Care

• Proactively addressed customers' needs by providing exceptional customer service.
• Responded assertively to customers' requests, delivering excellent support and tailored recommendations to meet their specific needs.
• Investigated and resolved customers' inquiries and complaints swiftly and decisively.
• Maintained comprehensive, up-to-date knowledge of product and service changes.
• Educated customers thoroughly about billing, payment processing, and support policies, ensuring clarity and understanding.